This documentation supports the 23.3 version of BMC Helix Change Management.To view an earlier version, select the version from the Product version menu.

Troubleshooting the calendar

You can configure the views for different ticket types shown in the calendar. In case you encounter any issues with the use of Calendar, use the information in the following sections to troubleshoot and resolve such issues, or to find out the information to provide when creating a BMC Support image2023-1-5_10-21-43.png case.

Related topics

Viewing-data-by-using-the-Calendar

Enabling-and-configuring-the-calendar


Resolutions for common issues

Symptom

Action

Reference

The Calendar does not load.

Make sure the following CCS parameters are defined:

  • enableISCalendar is set to True.
  • innovation_suite.base.url has the BMC Helix Innovation Suite server base URL specified, and the iFrame content loading is enabled in the browser.

For more information about setting the CCS parameters, see Enabling-and-configuring-the-calendar.

Users are not able to see any data in the Calendar.

Make sure that the user has necessary permissions to view the tickets. 
The Admin user also needs permissions to view specific ticket types.

The Calendar does not load with data, and the following error messages are displayed or found in the network logs:

Alias mapping value not found
Data Provider call missing

Check if the Data Provider mapping is missing for the Calendar Provider and add the Data source mapping. 

All the change requests with collisions are not displayed in the console.

When you have a large number of change requests with collisions, the number of change collisions displayed depend on the value set in Max Entries Returned By GetList. To see all the change requests, increase the value in Server Information form:

  1. In Mid Tier, open the AR System Administration Console, and select System > General > Server Information. 
  2. Click the Configuration tab.
  3. Enter a higher value in the Max Entries Returned By GetList field.

Getlist.png


Instructions for classic interfaces

View instructions for classic Smart IT

Issue symptom

The Smart IT change calendar does not load.

Issue scope

  • In a server group environment, the Smart IT change calendar does not open in one or more servers.
  • More than one change requests that have the same scheduled dates are associated to the same CI.

Diagnosing and reporting an issue

Task

Action

Steps

1

Enabling the network logs

Open the Developer tools by using either Internet Explorer 11 or Google Chrome.

To enable the network logs in Internet Explorer 11

  1. From the Tools menu, select F12 Developer Tools.
    tools menu.png
  2. Click the Network tab.
  3. Make sure that the Start profiling session play button.pngbutton appears gray. This means the profiling session has started.
    If the Start profiling session button is not grayed out, click it.
    start profiling.png
  4. Click the Always refresh from server refresh.pngbutton.
  5. Click Export as HAR (ctrl + S) to save the .har file.
    har file in IE.png
  6. Send the .har file to BMC Support.

To enable the network logs in Google Chrome.

  1. Go to Customize and control Google Chrome > More tools > Developer tools.
    chrome developer studio.png
  2. Click the Network tab.
  3. Select Preserve log and Disable cache.
  4. Open the Smart IT change calendar.
    If the Smart IT change calendar is open, perform any action that creates a log entry.
  5. In the Developer tools window, right-click a request, and click Save All as HAR with content.
    har file.png
  6. Save the file.
  7. Send the .har file to BMC Support.

2

Enabling the debug mode in Smart IT

For instructions, see BMC communities .

3

Enabling the server-side AR system logs

4

Validating the Smart IT change calendar configuration

  • Make sure that you have the change and release agent permissions to access the Smart IT change calendar. For more information, see Roles-and-permissions.
  • To display the Smart IT change calendar, make sure that the calendarFeatureEnabled attribute is set to True. For more information about the attribute, see Centralized-configuration.

If you upgrade Smart IT, you can access the logs by performing the following steps:

  • In Internet Explorer 11:
    1. From the Tools menu, select F12 Developer Tools .
    2. Click the Console tab.
  • In Google Chrome:
    1. Go to Customize and control Google Chrome > More tools > Developer tools.
    2. Click the Console tab.

In the logs, look for the following error that might occur after after you upgrade Smart IT. To resolve this issue, see Resolution for HTTP Error 500.

Error Snippet:
"cookies": [],
"content": {
"mimeType": "application/json",
"size": 59,
"text": "{\"error\":\"ServiceException: java.lang.AbstractMethodError\"}"
},

Resolutions for common issues

Symptom

Action

Reference

Smart IT change calendar does not load and keeps spinning.

  1. From Applications > AR System Administration > AR System Administration Console , select General > Centralized Configuration.
  2. From Component Name, select om.bmc.arsys.smartit > *
  3. Make sure that ar.date.format meets the following conditions:
    • ar.date.format matches the time format of the Smart IT server.
      For example:
      ar.date.format=dd/MM/yyyy HH:mm:ss  (24-hour format) 
      ar.date.format=MM/dd/yyyy hh:mm:ss a (12-hour format)

Smart IT calendar does not load and throws the following error:

HTTP Error 500

This error occurs because the JAR file from the earlier release exists in the Smart IT directory location. Perform the following steps to resolve the issue:

  1. Take a backup of the JAR file for the earlier release and delete the JAR file from the following folder location.
    <Install Directory>\Smart_IT\Smart_IT\smartit\WEB-INF\classes\provider\change
  2. Restart the Smart IT services.



When you try to open Smart IT change calendar, you experience performance issues.

This issue occurs because two or more change requests are associated to the same CI and have the same scheduled dates.

To resolve the issue, add new indexes in the following forms:

  1. Make the following changes on the BMC.CORE:BMC_BaseElement form:
    Create new indexes on the BMC.CORE:BMC_BaseElement form with the primary key field and add INCLUDE for C179 and C200000020.

    For example, to primary key pk_T549, add INCLUDE for C179 and C200000020
  2. Make the following changes on the CHG:Associations form:
    1. Create new indexes with the primary key field and INCLUDE for C1000000204  and C303633900 .
    2. Create second index I2270_0_1000000205 and INCLUDE for C1.
    3. (Optional) After adding the above indexes, refresh Stats for the two tables in database.

When you set the disableCollisionsManagement  parameter to true, it still triggers a REST call for a collision.

Apply Smart IT 20.02 HF9  or the latest hotfix version available.

When you switch from the Month tab to the Week tab, the Smart IT change calendar takes a long time to load.

Apply  Smart IT 20.02 HF6  or the latest hotfix version available.

Not applicable

View instructions for Mid Tier

Issue symptom

In Mid Tier, the calendar does not load.

Issue scope

  • In a server group environment, the calendar does not open in one or more servers.
  • More than one change requests that have the same scheduled dates are associated to the same CI.

Diagnosing and reporting an issue

Task

Action

Steps

1

Enabling the network logs

Open the Developer tools by using either Internet Explorer 11 or Google Chrome.

To enable the network logs in Internet Explorer 11

  1. From the Tools menu, select F12 Developer Tools.

  2. tools menu.png
  3. Click the Network tab.
  4. Make sure that the Start profiling session play button.pngbutton appears gray. This means the profiling session has started.
  5. If the Start profiling session button is not grayed out, click it.
  6. start profiling.png
  7. Click the Always refresh from serverrefresh.pngbutton.
  8. Click Export as HAR (ctrl + S) to save the .har file.
  9. har file in IE.png
  10. Send the .har file to BMC Support.

To enable the network logs in Google Chrome.

  1. Go to Customize and control Google Chrome > More tools > Developer tools.
    chrome developer studio.png
  2. Click the Network tab.
  3. Select Preserve log and Disable cache.
  4. Open the calendar.
    If the calendar is open, perform any action that creates a log entry.
  5. In the Developer tools window, right-click a request, and click Save All as HAR with content.
    har file.png
  6. Save the file.
  7. Send the .har file to BMC Support.

2

Enabling the debug mode

For instructions, see BMC communities.

3

Enabling the server-side AR system logs

4

Validating the calendar configuration

If you upgrade BMC Helix ITSM, you can access the logs by performing the following steps:

  • In Internet Explorer 11:
    1. From the Tools menu, select F12 Developer Tools .
    2. Click the Console tab.
  • In Google Chrome:
    1. Go to Customize and control Google Chrome > More tools > Developer tools.
    2. Click the Console tab.

In the logs, look for the following error that might occur after after you upgrade BMC Helix ITSM. To resolve this issue, see Resolution for HTTP Error 500.

Error Snippet:
"cookies": [],
"content": {
"mimeType": "application/json",
"size": 59,
"text": "{\"error\":\"ServiceException: java.lang.AbstractMethodError\"}"
},

Resolutions for common issues

Symptom

Action

Reference

The calendar does not load and keeps spinning.

  1. From Applications > AR System Administration > AR System Administration Console , select General > Centralized Configuration.
  2. From Component Name, select om.bmc.arsys.smartit > *
  3. Make sure that ar.date.format meets the following conditions:
    • ar.date.format matches the time format of the BMC Helix ITSM server.
      For example:
      ar.date.format=dd/MM/yyyy HH:mm:ss  (24-hour format) 
      ar.date.format=MM/dd/yyyy hh:mm:ss a (12-hour format)

The calendar does not load and displays the following error:

HTTP Error 500

This error occurs because the .jar file from the earlier release exists in the Smart IT directory location. Perform the following steps to resolve the issue:

  1. Take a backup of the .jar file for the earlier release and delete the .jar file from the following folder location.
    <Install Directory>\Smart_IT\Smart_IT\smartit\WEB-INF\classes\provider\change
  2. Restart the Smart IT services.



When you try to open the calendar, you experience performance issues.

This issue occurs because two or more change requests are associated to the same CI and have the same scheduled dates.

To resolve the issue, add new indexes in the following forms:

  1. Make the following changes on the BMC.CORE:BMC_BaseElement form:
    Create new indexes on the BMC.CORE:BMC_BaseElement form with the primary key field and add INCLUDE for C179 and C200000020.

    For example, to primary key pk_T549, add INCLUDE for C179 and C200000020
  2. Make the following changes on the CHG:Associations form:
    1. Create new indexes with the primary key field and INCLUDE for C1000000204  and C303633900 .
    2. Create second index I2270_0_1000000205 and INCLUDE for C1.
    3. (Optional) After adding the above indexes, refresh Stats for the two tables in database.

 

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